Good customer service makes the difference between growing your customer base or not. You cannot afford to lose customers from a bad experience. What can you do to ensure excellent customer service?
Know your customers
Develop a strong relationship with customers. Ask for feedback and show you are listening. Keep an open dialogue.
Plan for trouble
Make sure you have standard for what steps your employees need to take if something goes wrong for a customer. Do you have a customer service policy?
If a customer is having an issue try your best to be understanding, treat them like family or better.
Use the right tools
Customer Relationship Management (CRM) tools keeps track of all interactions with your customers. This helps to resolve issues faster for customers and keep notes on a customer’s file.
Audit your customer Service
You need to benchmark where you are now. How does your staff interact with customers? Have a friend test them out. What are online reviews saying about your service?
Offer multiple communication methods
Some customers will remain silent and will not let you know if there is an issue in person. Social media allow others to reach you.
Resolve issues quickly
Don’t ignore them. Don’t delay, the faster you react the better they will feel.
Keep customers happy
Happy customers are loyal customers. They will recommend you to their friends and family. It costs much more to acquire new customers and convince them of your product or service rather than to keep existing customers.
Stay engaged with your customers
Communication is important in any relationship. Learn from them to understand their changing needs. They can tell you what you need to do to provide better service and give you new ideas for products and services.
Develop the right team
Find the best people you can to provide great customer service. Find positive people with the right attitude then train them. Set standards for them to follow.